Customer Reliability Engineer - F/M

Presentation of Signature Experience Team: Focus Customer success unit Signature Experience is part of the DEVS (Digital EcoStruxure Value Stream) practices which is a major contributor of the Schneider digital strategy, creating new business and technology capabilities for the group to develop Internet of Things enabled offers and grow Digital Services (Connected and Managed services) to support our customers in their efficiency and sustainability challenges. Signature Experience activities cover support and incident management of the cloud solution developed by DEVS’s group. Customer Success Unit (CSU) main activities End-User support (24/7 team based in India, France, and US) Incident Management to ensure fast restoration of the services. Problem Management Service management to build customer loyalty and improve customer experience. Promote and leverage technical and security operation from our organization The CSU organization work in synchronization with other teams who will be able to help us on operation automatization, Technical operation, infrastructure management, …. The CSU team is a growing team composed of 25 engineers located in India, France and US working on several platforms and interacting with the whole Schneider organization. (Country, Development, Quality, Marketing, …..). The team is customer oriented. We are dealing with platform’s users every day. The main objectives are to improve relationship with our users, ensure platforms stability to improve customer experience We are looking for a talented incident manager to join our CSU team. This incident manager will follow incident which occurs on several platforms to ensure a fast resolution and keep a high customer satisfaction. His/her objectives will be to ensure customer happiness by ensuring platforms stability. Incident Manager description He/She will be in charge of Managing major incident to ensure fast resolution Managing appropriate communication to customer and internal stakeholder. Managing incident management process definition and implementation Ensuring coordination with platform develop teams for Root cause analysis Ensuring coordination with 3rd party for proper incident resolution Following incident ticketing flow to ensure fast resolution. Following technical platform’s evolution to improve trouble shooting methodology. This position will require “on call work” with a frequency to be discussed. Responsibilities: Incident fast resolution Build team with appropriate resource for fast resolution team coordination communication to customer till resolution communication to management … Incident process management and definition. Incident tooling follow up. Trouble shooting guide review and validation. 3rd party follow up on incident resolution. Build and follow KPI on platform incident. Share incident root cause analysis with Technical lead and Product owner Challenge others team to ensure platform reliability. Qualifications Skills required: Customer oriented attitude. Communication skills to customer and to internal stakeholders. Crisis communication. Experience on Azure and/or AWS solutions Experience on cloud solution and infrastructure Experience on trouble shooting process for cloud infrastructure. Manage expectation on stress environnement. Knowledge base management ITIL framework. Autonomy and pro activity in the day-to-day activities. English (understand and write) Schedule: Full-time Req: 007UK9